Business Analyst- Process Improvement Analyst

FLATTER INC•St. Louis, MO

22h

About The Position

Summary: Flatter, Inc. (Flatter) is hiring highly analytical Process Improvement Analysts to support USDA Rural Development Loan Servicing Call Center operations in St. Louis, MO or San Antonio, TX. This position is responsible for evaluating operational workflows, identifying performance gaps, and implementing continuous improvement initiatives to enhance efficiency, compliance, data integrity, and customer experience. The Process Improvement Analyst will work cross-functionally with Operations, Quality Assurance, Training, IT, and the Program Management Office (PMO) to ensure processes align with USDA contractual requirements and performance standards.

Requirements

3–5 years of experience in process improvement, operational analysis, business analysis, or continuous improvement within a call center, financial services, mortgage servicing, or federal program environment.
Strong knowledge of call center metrics and performance drivers (e.g., call volume, AHT, service levels, QA scores, backlog management).
Demonstrated experience conducting root cause analysis and workflow optimization.
Advanced analytical skills with proficiency in MS Excel and reporting tools.
Strong written and verbal communication skills with the ability to translate analytical findings into actionable recommendations.

Nice To Haves

Experience supporting USDA loan programs or federal government contracts preferred.
Familiarity with Lean, Six Sigma, Kaizen, or other continuous improvement methodologies preferred.
Experience with process mapping tools (e.g., Visio or similar platforms).
Bachelor’s degree in Business, Operations Management, Public Administration, or related field; preferred.

Responsibilities

Conduct comprehensive analysis of call center and loan servicing processes to identify inefficiencies, bottlenecks, compliance risks, and areas for automation.
Perform root cause analysis on recurring call drivers, documentation discrepancies, backlog growth, and quality findings to determine systemic issues.
Develop current-state and future-state process maps, workflow diagrams, and standardized operating procedures (SOPs).
Recommend and implement process enhancements that improve first-call resolution, reduce rework, increase documentation accuracy, and optimize case handling timelines.
Analyze operational data including call volume trends, average handle time (AHT), quality scores, backlog reports, and productivity metrics to support data-driven improvements.
Collaborate with Training and QA teams to ensure process updates are incorporated into training materials, job aids, and quality scorecards.
Support change management efforts by documenting process changes, tracking implementation milestones, and measuring post-implementation performance impact.
Maintain improvement initiative logs, corrective action plans, and performance dashboards to track measurable outcomes.
Ensure process improvements align with USDA Rural Development policies, federal regulations, and audit requirements.
Prepare executive-level reports and briefings summarizing findings, improvement strategies, risk mitigation efforts, and performance impacts.
Additional duties as assigned.